Training Methods and Evaluation

ACTIVITY 4

MR632 Training and Development

Lesson 4: Does Training Make the Grade?

Activity 4: Training Methods and Evaluation (100 points)

You are the Training Director for a newly created Internet provider, Interdependent Operations Company (IOC). IOC has locations in 152 cities, ranging from locations that have only one employee who works from home, to locations that have offices with 20-30 people. To create this business, IOC purchased another Internet service provider that was not profitable. The company’s inability to produce a profit was determined to be a result of improper training of the customer service staff and outdated methods for recording the information that the customer service staff collects.

It is your job to design a training program for the customer service staff to use when potential customers call them on the toll-free phone line, or when customers are referred to a customer service representative as a follow-up to a sales call. IOC has maintained the customer service staff from the former company, but the employees in this department need to be trained to better manage customer calls and enter data collected from the customers.

Utilizing the Required Readings, write a report that includes the following. Your Activity responses should be both grammatically and mechanically correct and formatted in the same fashion as the Activity itself. If there is a Part A, your response should identify a Part A, etc. In addition, you must appropriately cite all resources used in your response and document them in a bibliography using APA style. (100 points) (A 3-page response is required.)

Part A The method or methods that you would use to design the training, the reason or reasons for your selection, and the reasons why you did not choose the other methods (20 points)

Part B Which three (3) of the four (4) evaluation levels you would use to determine the effectiveness of the training program, the reasons for your selection, and the reasons why you did not choose the other level (16 points)

Part C Which two (2) of Kirkpatrick’s training outcomes you would measure, the reasons for your selection, and the reasons why you did not choose the other outcomes (16 points)

Part D The type of evaluation design that you would select, the reasons for your selection, and the reasons why you did not choose any of the three (3) other types. (24 points)

Part E As you are completing this activity, please bear in mind that the following initiatives have been mandated to you, as the Training Director, by the upper management at IOC. You must clearly incorporate each of these six (6) initiatives into your response. (24 points)

1. The training must be as cost-effective as possible at the present time. However, they are willing to contribute money to the initial training if there will be a cost savings over the long-term as a result of the training, and if employees added to the customer service staff can benefit from the method you establish.

2. Employees must all receive the training during the same time frame.

3. Training must be consistent from one location to the next.

4. Training should be completed within the shortest amount of time possible.

5. There must be immediate feedback for the employees and those to whom the employees report regarding their progress in learning the new program, without benefit of a face-to-face supervisor or trainer on site to monitor or check their learning status, and with the ability to collect all necessary evaluation results through electronic methods.

6. There will be a need to measure how much the trainees learned and to measure the benefit of the training through the calculation of ROI.

Grading Rubric

Please refer to the rubric on the following page for the grading criteria for this assignment.

CATEGORYExemplarySatisfactoryUnsatisfactoryUnacceptable

20 points15 points10 points5 points

The student provides a clear

description of manager and

leader, with comment on

how David Neeleman best

meets one of the definitions.

The student provides a

mostly clear description of

manager and leader, with

comment on how David

Neeleman best meets one of

the definitions.

The student provides a

somewhat clear description

of manager and leader, with

comment on how David

Neeleman best meets one of

the definitions.

The student provides an

unclear description of

manager and leader, with

comment on how David

Neeleman best meets one of

the definitions.

30 points20 points15 points10 points

The student provides a clear

discussion of three (3)

reasons for their opinion,

with three (3) examples.

The student provides a

mostly clear discussion of

three (3) reasons for their

opinion, with three (3)

examples.

The student provides a

somewhat clear discussion of

three (3) reasons for their

opinion, with three (3)

examples.

The student provides an

unclear discussion of fewer

than three (3) reasons for

their opinion, with fewer

than three (3) examples.

20 points15 points10 points5 points

The student provides a clear

discussion of the key

elements of JetBlue’s

culture.

The student provides a

mostly clear discussion of the

key elements of JetBlue’s

culture.

The student provides a

somewhat clear discussion of

the key elements of

JetBlue’s culture.

The student provides an

unclear discussion of the key

elements of JetBlue’s

culture.

20 points15 points10 points5 points

The student provides a clear

discussion of the role the

leader plays in the

development and

maintenance of the culture.

The student provides a

mostly clear discussion of the

role the leader plays in the

development and

maintenance of the culture.

The student provides a

somewhat clear discussion of

the role the leader plays in

the development and

maintenance of the culture.

The student provides an

unclear discussion of the role

the leader plays in the

development and

maintenance of the culture.

5 points 3 points 2 points 1 point

Student does not make any

errors in grammar or spelling,

especially those that distract

the reader from the content.

Student makes 1-2 errors in

grammar or spelling that

distract the reader from the

content.

Student makes 3-4 errors in

grammar or spelling that

distract the reader from the

content.

Student makes more than 4

errors in grammar or spelling

that distract the reader from

the content.

5 points 3 points 2 points 1 point

The paper is written in

proper APA and

organizational format. All

sources used for quotes and

facts are credible and cited

correctly. Excellent

organization, including a

variety of thoughtful

transitions.

The paper is written in

proper format with only 1-2

errors. All sources used for

quotes and facts are credible,

and most are cited correctly.

Adequate organization

includes a variety of

appropriate transitions.

The paper is written in

proper format with only 3-5

errors. Most sources used for

quotes and facts are credible

and cited correctly. Essay is

poorly organized, but may

include a few effective

transitions.

The paper is not written in

proper format. Many sources

used for quotes and facts are

less than credible (suspect)

and/or are not cited

correctly. Essay is

disorganized and does not

include effective transitions.

Mechanics (5 Points)

Format - APA Format,

Citations,

Organization,

Transitions (5 Points)

Manager or Leader

(20 Points)

Leader's Role

(20 Points)

Reasons and Examples

(30 Points)

JetBlue’s Culture

(20 Points)